TOPdesk Pricing: Does It Offer Value for Money?

TOPdesk is a service management provider to medium, large, and multinational businesses worldwide, offering various software, including an IT service management (ITSM) solution.

Its primary goal is to assist organizations in achieving outstanding service delivery. With 25 years of experience, the company has 4,500+ customers globally with offices in 11 countries. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimizes services with a user-friendly application, expert consultants, and knowledgeable support team.

TOPdesk seamlessly integrates multiple support processes in a single system and offers unmatched support from in-house experts to guide you throughout the implementation process.

Some of its key features include:

• Incident management where all incoming tickets can be easily registered, tasks can be assigned with ease to different agents, and administrative time is cut down thanks to TOPdesk’s user-friendly and intuitive self-service portal.
• Knowledge base featuring FAQ and standard solutions to get new employees the necessary knowledge they need to start delivering great services from day one.
• API integrations that connect with 90+ tools
• Kanban board to easily share, prioritize, and assign tickets within your IT team
• Contract and service-level management for keeping track of all your contracts and agreements with customers and suppliers.
• Problem management: When incidents are popping up everywhere, getting to the root cause fast is key. TOPdesk’s Problem Management feature offers a clear, straightforward view of your problems and related incidents, making it easier to analyze and log root causes.

Before diving into ITSM tool pricing, it’s crucial to ask: what features are essential for your needs? Many tools price per feature or package them into tiers, so narrowing down the must-haves can help estimate costs more accurately.

Also, consider the long-term expenses. While some tools may have a lower initial price, keep an eye out for hidden costs like ongoing subscription fees, maintenance, or costly updates. What seems affordable at first might not stay that way.

We offer you a detailed breakdown of TOPdesk’s pricing, the additional cost associated with integrations, and its limitations and also compare it with a possible alternative like Rezolve.ai. If you think TOPdesk might not suit your business needs, various options like Rezolve.ai exist.

TOPdesk Pricing Plans: Detailed Breakdown

All TOPdesk plans offer numerous free features, like an open API and unlimited end users, assets, and mailboxes. The pricing model is straightforward and based on the number of agents. The more agents you have, the lower the average price you have to pay per agent. 

To be clear, agents are those who handle tickets, not just any employee or end user. You can also choose to be billed monthly or annually or even sign multi-year contracts to save on costs. 

While pricing for the plans is not publicly available, you can request a free 30-day trial to explore if TOPdesk is the right fit for your needs. For more information, you can even get a quote from TOPdesk.

TOPdesk offers a three-tier pricing model, the details of which are mentioned below:

‍1. Essential

Top features:

• Incident management
• Asset management
• Self-service portal
• Dashboard & reporting
• Knowledge base

2. Engaged

Everything in Essential plus:

• Change management
• Contract & SLA management
• Survey module
• Operations management
• Problem management

‍3. Excellent

If you’re looking for a full-service plan with the best customer experience, then this plan might do it for you.

Top features:

• Project management
• Webshop
• Live chat
• 24/5 support
• Annual health check

If you need more advanced features, then Engaged or Excellent might be the best fit for you. Each plan is based on a different stage of your business’ growth. Besides features, your price is based on the number of agents your organization needs. Remember, the price per agent drops, as the number of agents rises.

TOPdesk Additional Costs and Integrations

Additional Costs

TOPdesk comes with considerable additional costs. Among the primary ones is the implementation cost by a consultant. Depending on the tool, they also charge extra for post-implementation consultancy and integrations with other tools.

Some of the other costs include:

1. Software Customizations

G2 users have reported that the customization process can be complicated and may require additional tech help. This means customizing an organization's specific needs can be expensive. The cost rises even more when significant development or integration work is required. Depending on the complexity of the customization work, it can range from a few thousand to several hundred thousand dollars. (Source)

2. Data Migration

Some G2 users have reported that the installation process in TOPdesk can be complicated. Also, data migration from old systems to new software can be costly and time-consuming. TOPdesk charges an importing fee depending on factors such as the volume of records required to move, the intricacy of transfer specifications, and any adjustments or features. (Source)

3. Training

According to some users, the software is challenging to understand. As such, you have to train the employees to use the software, which can be a significant additional cost. Depending on the complexity of the software, the average price of training can range anywhere from a few hundred dollars to several thousand dollars per employee. (Source)

Integrations

TOPdesk integrates with popular business software like Skype for Business and Active Directory, as well as other system management tools such as SCCM and Landsweeper. It also provides an API on its marketplace. (Source) 

TOPdesk Pros and Cons

We’ve gathered insights from credible review sites to give you an overview of TOPdesk’s pros and cons.

Pros

1. Accessible for Businesses of All Sizes and Experience

TOPdesk allows businesses to choose between monthly or annual payment plans. This gives organizations the flexibility to manage their cash flow better, eliminating any instances of over or under-utilized monetary resources. Companies can easily upgrade their plans when needed without facing significant financial penalties.

2. Comprehensive Features Across Plans

TOPdesk provides primary features such as incident management, asset management, and self-service portal to users of all plans. This ensures organizations receive the essential features they need and the value for their investment, regardless of the plan selected.

3. Reliable Support

TOPdesk is known for providing excellent customer support and consultancy services. Users can seek assistance through various channels, including phone, email, and live chat. The company also offers extensive documentation and resources to help users navigate the software efficiently.

Cons

1. Confusing Reporting Tools

Some users find TOPdesk’s reporting tools a bit tricky to navigate. While the platform offers various reporting options, generating real-time data or tailoring reports to specific needs can be challenging. This can lead to frustration, especially for users who depend on data analytics for critical operational insights.

2. Implementation Costs and Complexity

Despite being designed to be user-friendly, the initial implementation process is complex and requires additional consultancy fees for setup and customization. Businesses have to invest additional time and resources into training staff and configuring the system to meet specific requirements.

3. Additional Costs for Modules

TOPdesk is a module-based software solution that will cost you extra to get multiple modules for your business. It also has limited integrations that restricts an organization to fully satisfy their needs if you don’t have additional money to spend.

Rezolve.ai: The Best TOPdesk Alternative to Live Up to Your Potential

Although TOPdesk is a popular tool for businesses, users on G2 and Gartner have reported several reasons for dissatisfaction, some of them being complex installation, lack of integrations, and additional implementation costs.

These can lead to inconsistent user experiences for businesses, and this is where an alternative ITSM solution like Rezolve.ai comes in.

Rezolve.ai is a GenAI-powered AITSM that integrates seamlessly with MS Teams so that you can communicate effectively with your team. It harnesses the power of GenAI to offer excellent support services, enhancing the overall user experience. 

Rezolve.ai pricing starts at $3 per user per month for the IT Service Desk. Qualified customers can avail their two-week free trial offer.

Some of its out-of-the-box solutions include:

• Conversational ticketing and live chat to automatically create tickets upon the user’s request

• MS Teams and Slack integration for easy and seamless collaboration
• No-code automation to simplify workflows and configure rules without additional tech help
• GenAI-powered knowledge management that helps create agile knowledge bases for organizations and enhance service delivery
• Incident management and audibility to make every ticket auditable, allowing leaders to manage and trace the origin of an incident
• Modern dashboard and reporting with powerful analytics to get deep insights and enable informed business decisions
• Desktop automation to perform repetitive tasks such as software installation, network printer installation, OneDrive troubleshooting, cache cleaning, and more

To learn more about Rezolve.ai and its features, book a demo now.

FAQ

What are the benefits of TOPdesk?

Some of the benefits of TOPdesk include:

• Flexibility that allows users to create tailored asset management templates
• REST API facilitates smooth integration with other applications
• Knowledge management that can improve customer experience and help onboard new employees quickly

‍What is the uptime guarantee for TOPdesk?

The target uptime in the standard SLA for TOPdesk SaaS environments is 99.9%.

What is TOPdesk SSP?

TOPdesk SSP, or Self-Service Portal, is an all-in-one knowledge base, customer portal, and service catalog where customers can quickly find information independently—without your IT team’s help.